New Car Problem - Advice Needed

New Car Problem - Advice Needed

Author
Discussion

jsg612

Original Poster:

571 posts

170 months

Tuesday 12th July 2011
quotequote all
Guys,

I'll set the scene... I bought a brand new car around 6-7 months ago, make and model doesn't matter but it's a medium-sized family diesel. All is well for a few months then the engine develops a loud tapping noise when at idle. Car has now covered a mere 5,000miles and still tapping on idle. It's been in to my local dealer for a few days, they advise they are aware of the fault but no solution is available and hand me the car back. Contacted UK customer services; they advise there is no solution and will tell me approximately when there will be a solution, if there will be a solution - Still no repair.

The car is frankly embarrassing to drive, has cost over £20,000 and they have no solution to fix it? What do I do? Demand a new car if they can't fix it? Ask for a new engine to be fitted? Am I being reasonable? It's very much so under warranty and covered just 5,000 miles.

Thanks!

jsg612

Original Poster:

571 posts

170 months

Tuesday 12th July 2011
quotequote all
Also, just to clear it up a little, from my own diagnosis I believe it to be a fuel delivery/injection issue and not mechanical within the engine.

jsg612

Original Poster:

571 posts

170 months

Tuesday 12th July 2011
quotequote all
johnmayer said:
Give trading standards a call.

They are allowed "reasonable time" to repair the vehicle. If not then they must replace it.

I don't know how long a reasonable time equates to with a brand new £20k car, but if it was mine - a reasonable time would be about 1 working week before I was taking things further...

You paid decent money for a new motor to not have these problems. If you didn't mind these problems you'd have bought a 5 year old example with 100,000 miles would you not?
Well the car went into the garage a couple of weeks ago now, and I've had a few calls from customer service about "monitoring progress", but nothing is happening. I'm still driving a tapping car which I'm not happy about. Although in all fairness they have been reliable in calling me when they say they will, the calls are lacking information making them useless.

I had been planning a Euro trip in September which I'm no longer sure I can commit to, knowing there is a problem with my car, I no longer have the confidence. Don't want to break down 1,600miles away!

I'm expecting a call back tomorrow so will discuss further options of replacement with them. Any tips on how to handle the situation?

Gallen

2,162 posts

257 months

Tuesday 12th July 2011
quotequote all
Of course there's s solution available - they just don't want to do it smile

G.

jsg612

Original Poster:

571 posts

170 months

Tuesday 12th July 2011
quotequote all
Gallen said:
Of course there's s solution available - they just don't want to do it smile

G.
My thoughts exactly - after all, they designed the engine! smile

Deva Link

26,934 posts

247 months

Tuesday 12th July 2011
quotequote all
johnmayer said:
They are allowed "reasonable time" to repair the vehicle.
Obviously they don't consider it to be broken.

Deva Link

26,934 posts

247 months

Wednesday 13th July 2011
quotequote all
johnmayer said:
Obviously not!

I would threaten them with trading standards if the issue is not solved immediately.
What issue? It makes a funny noise. Shrug.

I can't imagine what Trading Standards (do they still exist - think it's generally Consumer Direct now?) would do.

Tallbut Buxomly

12,254 posts

218 months

Wednesday 13th July 2011
quotequote all
A stab in the dark says its ford of some description.

Deva Link

26,934 posts

247 months

Wednesday 13th July 2011
quotequote all
johnmayer said:
I think the issue is the embarassing rattling noise.
The manufacturer doesn't appear to find it embarrasing.

confused_buyer

6,664 posts

183 months

Wednesday 13th July 2011
quotequote all
This isn't an issue for Trading Standards. They will do nothing. Worst case the owner would have to sue to garage.

However, I don't see why the supplying dealer is having an issue as if there is a genuine problem they'll be billing the manufacturer for any warranty work done.

PaulB81

883 posts

162 months

Wednesday 13th July 2011
quotequote all
Got to be french and im going with Pug biggrin

jsg612

Original Poster:

571 posts

170 months

Wednesday 27th July 2011
quotequote all
Well, this still hasn't been fixed... All I get from Customer Services is "I will call you back on xxxx date and we will take it from there".

Managed to get a short video clip... Engine is idling normally then the hammering noise kicks in at 18secs...


mobile chicane22

308 posts

190 months

Wednesday 27th July 2011
quotequote all
I would be asking for a replacement car asap or my money back there is no way that noise is acceptable on a base model bread van let alone a £20k car.

If a new car was not doable then the engine should have been changed under waranty and you should have had a comparible loaner whilst the work was being done.


VolvoT5

4,155 posts

176 months

Wednesday 27th July 2011
quotequote all
Sounds like the aircon cutting in or something.

Whatever the noise is, it is very loud and unacceptable on a new car. I would demand a refund or replacement; arguing it isn't fit for purpose.

Dangerous Dan

624 posts

173 months

Wednesday 27th July 2011
quotequote all
Is something loose in the engine bay?

Would that sound like a mis-adjusted timing chain/belt and causing some kind of interference (valve + piston or something)?

If they're giving you no luck, can't you reject the car? It is clearly an abnormal sound, and shouldn't be there. It does sound mechanical/metallic to me.

But I'm no mechanic. I went to "help dad" by topping up the oil levels in his car... with unleaded petrol. I was 15 at the time, and it made perfect logical sense to ME.

havoc

30,300 posts

237 months

Wednesday 27th July 2011
quotequote all
Definitely kicking-off time...you've only got their word that whatever that is (and they've admitted they don't know!) isn't damaging the engine.

Ergo, them telling you to drive the car with an unspecified engine fault could be causing unknown damage to the engine, which they will only warranty for 3 years, whereas you'd expect a modern engine to last much longer than that...

Tell them you've got the holiday planned, and that you need the car for that, and that you do not trust the car not to break down so you need it resolved BEFORE that date...and specify ~1-2 weeks before that date. You don't care if you get a new engine (NEW NEW, not "reconditioned new"), or a new car, but it has to be solved.


At the same time talk to Trading Standards and find out exactly where you stand.




Edit: A mechanic mate just popped round and I got him to listen to your video. His opinion: Probably little-end on the way out, possibly big-end, possibly a tappet but in his opinion "it's got too much energy to be a tappet". So DEFINITELY push for a resolution before you go on hols...

Edited by havoc on Wednesday 27th July 21:25

jsg612

Original Poster:

571 posts

170 months

Wednesday 27th July 2011
quotequote all
Thanks for your input Chaps, much appreciated...

I emailed the CEO today with details of the problem and it simply got passed back to Customer Services who gave me a call to acknowledge the email - I didn't really expect much more but it was worth a bash.

I'm not trying to slate the manufacturer or company, because they're very good - I'm just getting nowhere and it is really frustrating, this has been going on for months now. This car cost me a fortune and was something I wanted to keep for a long time... I buy new for a reason, to maintain well and get my moneys worth. The problem is, a knackered engine after just a few thousand miles does put me off it quite a LOT!

I'm getting a call back on Friday to 'update' me on the situation, but in the meantime will get in contact with trading standards to discuss my options. I've discussed refusing/replacement/refund of vehicle and got no reply specifically about this.

Best regards,
jsg612

hemi mopar

6 posts

155 months

Wednesday 27th July 2011
quotequote all
Sorry to hear you plight.
Firstley first impression from your video link am im an ex tech i would not be happy to drive this car without knowing the source of the fault.
Without seeing the car there are too many combinations of fault - sounds like a drive belt slapping but garage should have spotted this.

1. Start logging all calls and correspondance time date and who you spoke to
2. Get on to trading standards they can help
3. Also speak to VOSA if you feel a saftey issue they do a lot more than people think.
4. Ask to speak to the dealer princple at the garage - dont settle for anyone less - present a kirt polite but accurate account of whats happened so far and exspress you disopointment at the "proffesional dealers" lack of proffesional performace in resolving the fault.
Firmly insist the dealer princple gets involved as you feel that the lower staff are not showing enough proffesionalism.
In this conversation ask if they will arrange for the manufactures factory area technical technician to be called in to assess the vehicle and help with its diagnosis and that only the dealership master tech should work on your car from now on till the issue is resolved.
From this point on try and only deal with the dealer principle even for updates - it will bug him but hist staff more as he will be wanting a quick result i say him but i hope you get a female you will get a better response.
5. Call the manufactures customer service team - politely but firmly ask to speak to the most senior member of staff - insist they liase withe the garage to get an area engineer to inspect your car - also raise this issue advisem your are considering you right to reject the vehicle and if you are agreeable say you would consider a like for like replacement from there demo fleet at no cost from yourself you could also run this past the dealer.

this will do for starters - assuming you bought car outright - if you financed the car get finance company involved - you have the right to reject the car to them and them in to the manufacturer check terms of agreement - trading standards can advise on this.

email me your land line contact number to harryheenan@yahoo.co.uk can advise you more on options available.


Ozzie Osmond

21,189 posts

248 months

Thursday 28th July 2011
quotequote all
hemi mopar said:
4. Ask to speak to the dealer princple at the garage - dont settle for anyone less - present a kirt polite but accurate account of whats happened so far and exspress you disopointment at the "proffesional dealers" lack of proffesional performace in resolving the fault.
And what exactly is this alleged fault? "My diesel car makes a diesel rattly noise but is working fine so please can I have it repaired/replaced?" I suspect the second word of the dealer's reply might reasonably be "off".

Gallen

2,162 posts

257 months

Thursday 28th July 2011
quotequote all
Ozzie Osmond said:
And what exactly is this alleged fault? "My diesel car makes a diesel rattly noise but is working fine so please can I have it repaired/replaced?" I suspect the second word of the dealer's reply might reasonably be "off".
You're joking, right? smile

"My car sounds like it's about to blow up".

I woldnt be happy to drive a £1000 car that sounded like that in view of causing more damage, let alone a new car I had bought!